Sick and tired loyal customer

I have been with FNB for the past 5 years but I have reached a point where I actually want to move to another bank. I recently upgraded my to become a private client and I would have thought that with this package I would get premium quality service but instead I get the worst service. The past few weeks I have been trying to get hold of my private client but I can never reach the guy. I was told if I have more products with FNB this would be good for my Profile but infact it's the inverse. Right now I am paying a ridiculous rate of 17% on my car , and IV been trying to move my home loan to FNB but that service is also utterly useless. I have sent emails and BEEN trying to get hold of the guy who should be assisting me to switch with no luck. I am at a point where I am questioning my loyalty to the brand and thinking of switching to a bank that will put me first and my needs first instead of me chancing after them